When "Oops" Happens

UGo Mobility Damage and Loss Policy

At UGo Mobility, we are committed to providing our customers with high-quality, reliable mobility equipment. We understand that sometimes, coconuts fall, waves crash, and accidents happen. But don’t worry, unless you’re planning a scooter version of ‘Fast and Furious’, you should be just fine! We’re also committed to no hidden insurance fees or sneaky add-ons. So, to keep things transparent, here are our policies regarding equipment damage:

  1. Equipment Use and Understanding:

    Customers are responsible for understanding our Proper Use & Safety Policy (link to this doc), equipment operation, and ADA regulations.If you do not own and operate your own scooter we highly suggest customers request a demonstration, and/or watch our demo video, to avoid potential damage. (. link Scooter Demo)

  2. Broken Keys:

    It’s recommended that whenever you are transporting your scooter you take the key out prior to stowing it to avoid broken keys. A broken key in the ignition may incur additional charges due to the process of removing the old key or replacing the ignition, as well as switching out your equipment for an operational scooter, if available. In the event of a broken, or lost, key there is an $18 replacement cost. If it is required we bring you the key outside of our logistics schedule, there will be an additional delivery cost.

  3. Lost Keys:

    Lost keys can be avoided by removing the key while the equipment is inactive, and making use of the wrist lanyard we supply. UGo Mobility provides a lanyard to use around your wrist to help avoid both Broken and Lost Keys.

  4. Missing Chargers:

    Our chargers sometimes get mistaken for laptop chargers or other device chargers, and they end up in a suitcase or left behind in a room. UGo Mobility isn’t able to track down these missing chargers, so we ask that you keep an eye on them and make sure they’re returned in the equipment’s basket at the end of your rental. If a charger does go missing, there’s a $65 fee to cover the cost of replacing it.

  5. Damage from Overloading:

    We understand that discussing weight can be a delicate subject, but it’s crucial when it comes to our wheelchairs. Each wheelchair has a maximum weight limit, and exceeding this limit can result in bent axles and irreversible damage. We know how tempting it can be to let your little ones hitch a ride, but our wheelchairs aren’t designed for family joyrides unless you’ve chosen a model that accommodates the additional weight.

  6. Wear and Tear:

    We acknowledge that minor wear and tear, such as scratches and small tears, can occur during normal use. Customers will not be held liable for this minor wear.

  7. Accidental Damage:

    We understand that ‘oops’ moments happen – maybe you had a close encounter with an elevator wall or a rogue curb jumped out at you. If the equipment takes a hit, don’t sweat it! Just let us know as soon as you can so we can assess the situation and figure out the next steps. Your vacation should be about enjoying the Hawaiian sun, not fretting over every little bump. Feel free to snap a picture and send it our way to keep us in the loop so we can schedule it for repairs when you are done.

  8. Use on Unapproved Surfaces:

    Our equipment is pretty awesome, but it’s not a 4×4 off-roader ready to tackle the dunes. So, as tempting as it might be, please steer clear of soft sand. Stick to sidewalks, paved areas, hard-packed paths, and other firm surfaces. And while we’d love to join you for a beach day, we can’t come to dig you out if you get stuck in the sand. So, let’s keep the sandcastles to the kids and the scooters on the hard stuff!

  9. Unauthorized Modifications:

    Any damage resulting from unauthorized modifications to the equipment will be the customer’s responsibility. Customers should always contact UGo Mobility when wanting to add any kind of attachments to the equipment such as phone chargers, or turbo systems.

  10. Water Exposure:

    Our scooters are resilient to light drizzle or mist, but they’re not designed for deep puddles or heavy rain. Each scooter is equipped with a rain cover – a plastic bag found in the rear pouch. This cover is meant to be placed over the handlebars, enveloping the entire steering column and protecting the scooter’s main electronics from water damage. With the cover on, you’ll still be able to operate the scooter without any issues. However, if your scooter ends up taking an unplanned swim in a deep puddle, or the ocean, or accidentally joins you for a dip in the pool, it’s very likely to result in a malfunction. In the event of water damage causing a breakdown and in severe cases completely destroying the scooter’s electronics, a rental replacement fee will be applicable. So, remember to keep the scooters as dry as possible to ensure a smooth and uninterrupted ride!

  11. Battery Care:

    We take pride in the regular maintenance of our batteries to prevent breakdowns and ensure you have a seamless experience while enjoying time with family and friends. We also provide top-quality chargers to ensure optimal performance. To keep your scooter running smoothly, make sure to charge it every night. And, please be aware that using a non-approved charger can lead to significant damage to the equipment. Stick with the charger we provide to ensure your scooter stays in tip-top shape!

Our first step will be to try and resolve the issue over the phone with one of our technicians. If that doesn’t solve the problem, we’ll dispatch a technician to your location at our earliest convenience to evaluate the situation, provide additional training if needed, or swap out the equipment if there is indeed an equipment error. We understand that unexpected issues can arise, and we’re here to assist you promptly and efficiently when they do.